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COSC Field Coordinator

Company: On-Board Family of Companies
Location: Milwaukee
Posted on: November 26, 2022

Job Description:

Position: COSC Field Coordinator -Schedule: between 5:30 am to 6 pmPay: $16-23 DOEType: Hybrid/RemoteRESPONSIBILITY LEVEL:Under direct supervision, performs inbound call handling and back-office support activities with primary emphasis on maintaining an increased level of customer satisfaction. Work requires good customer relations skills and a high-level technical understanding of Johnson Controls' business offerings.PRINCIPLE DUTIES:1. Manages inbound calls from national account customers, and after-hour customers calling for branch-related services in accordance with each program process during shift.2. Utilizes customer service and computer skills to professionally and proficiently manage customer contacts online in a service management database in order to meet Centralized Operations Support Center performance goals for customer satisfaction, service level and quality.3. Utilizes service management system database modules and peripheral applications online to quickly identify customer account information. Evaluates contractual obligations, level of coverage, systems and/or equipment, warranty conditions and other account related information to respond effectively to customer needs and in accordance with national and local service processes. This includes obtaining authorizations for service, verifying billing address and any special handling needs required to meet customer's invoice expectation. Performs new customer process steps required for credit verification and or refer customer to appropriate departments when 'credit hold' condition exists.4. Utilizes knowledge of Johnson Controls' business offerings to question customer in order to resolve specified questions or to determine the impact the of problem to customecustomers'ss goals and objectives. Establishes appropriate action plan for time of day and priority. Determines when 'critical' systems issues require immediate escalation (i.e. life thlife-threatening-property risk problems, hazardous material and safety situations).5. Accurately documents reported service request information into a service management system.6. Brings problems or complaints to the attention of management.7. Works with department and field personnel to ensure timely schedule and completion on all open service requests received to ensure customer satisfaction which impacts Johnson Controls ability to collect revenue for services performed.8. Provides additional service administration support as required.REQUIREMENTS:

  • High School diploma or equivalent with one to two years of related experience in service coordination for a service organization.
  • Able to effectively communicate and follow up with customers in a busy service Centralized Operations Support Center environment.
  • Demonstrated ability to simultaneously handle a large and diverse number of service activities where tact and cooperation are crucial.
  • Able to work independently in a self-directed mode to meet defined goals and customer objectives.
  • Familiar with personal computer-based applications such as Windows and MS Office (MS Word, Excel).
  • Possesses building systems knowledge or aptitude, demonstrated proficient written and verbal communication skills, problem-solving skills, and the ability to multitask.

Keywords: On-Board Family of Companies, Milwaukee , COSC Field Coordinator, Other , Milwaukee, Wisconsin

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